SUCCESS STORY

Videocon Uses Genesys to Boost Service, Optimize Resources

The , a well established Indian industrial , founded Videocon d2h in order to enter the direct broadcast satellite market. Videocon d2h sought a customer experience solution vendor to help them support their rapidly growing client base. The company now uses several Genesys solutions to optimize resource utilization and to deliver an excellent customer experience.

At a Glance

Videocon d2h www.videocond2h.com

Industry: Entertainment, Media and Publishing SUCCESS STORY

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Television broadcasting is a huge industry in and retain call details, recordings and reports, Challenges . Over 134 million households have a and generate real-time and historical reports • Penetrate the Direct-to- television, and 103 million homes access about all contact center activities. Home (DTH) television cable and satellite services. Television market and grow the After carefully specifying its requirement, customer base by 850 owning households using satellite and cable Videocon d2h invited several vendors, percent by 2015 services are growing at between eight and including Genesys, for proposals. “We have a ten percent per year, while homes • Equip four contact centers time-tested evaluation and procurement with appropriate technol- employing Direct-to-Home (DTH) services system under which we make a thorough ogy to ensure stable, high are increasing at between 15 and 28 assessment of technical presentations, visit availability, and scalable percent annually. appropriate customer sites, conduct detailed telecommunications Videocon d2h recently launched DTH technical discussions and, finally, carry out a environments services to the domestic market, competing proof-of-concept to decide which is the most • Implement an efficient IVR against local cable and apt solution,” explains Tyagi. “We decided to capability to maximize providers. The organization’s objective is to implement the Genesys solution because its the customer experience through self-service increase subscriber numbers by four million flexibility matched our business requirement capabilities year-on-year between 2011 and 2015. very closely. It is also robust, highly scalable and, of course, more cost effective.” • Maintain and retain all contact center activities Seeking Extendable Solution for reporting purposes To support its rapid growth, Videocon d2h Genesys Supports Growth Goals established contact centers in Bangalore, Videocon d2h now uses several Genesys Dehradun, Pune, and near its head office and solutions at its four contact centers. The Solutions data center in Greater Noida. The contact Genesys Voice Platform (GVP) solution, a • Genesys Customer centers handle all customer inquiries about software-only, standards-based IVR, is at the Interaction Management the new television service, and they support heart of the solution. This innovative (CIM) platform various regional languages. The business technology provides callers with touchtone • Genesys Voice Platform then sought a contact center solution to access to a range of services and (GVP) connect each contact center to the data incorporates speech recognition technology • Genesys Session center, in order to ensure excellent customer to create dynamic customer engagement. Initiation Protocol (SIP) service levels. Server Deployed as an integrated self-service “Our business model comprises a centralized solution, GVP operates with the Genesys • Genesys CC Analyzer solution with distributed contact centers Customer Interaction Management (CIM) • Genesys CC Pulse + across the country,” explains Vinay Tyagi, platform to boost the caller experience. Self- • Genesys Info Mart Head of Call Center Technology, Videocon service multilingual options automatically • Genesys Desktop d2h. “We needed a stable contact center handle routine phone inquiries such as credit solution that offered high availability, flexibility, card and voucher payments, while the • Genesys intelligent and scalability to support our business growth platform routes more complex requests to an Customer Front Door™ targets. Moreover, the solution had to employ appropriate agent. the latest Interactive Voice Recognition (IVR) GVP is a key element of the Genesys and agent interaction technologies to deliver intelligent Customer Front Door™ (iCFD™) 100 percent customer satisfaction.” and, along with the Genesys platform, iCFD Videocon d2h primarily required the IVR helps create a more personalized customer technology to act as a customer self-service experience by knowing the customers and tool, handling various inquiries about product anticipating their needs. A Genesys Desktop and account information, payments, service solution integrates with Videocon’s Customer requests, and technical support. Initially, the Relationship Management (CRM) software solution needed to accommodate a few to provide agents with important tools and hundred seats, but the company expects this information, delivering personalized and figure to rise to between two and three professional customer service through thousand seats over the next two to three proactive engagement. years. In addition, any solution had to maintain SUCCESS STORY

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“We decided to implement the Genesys solution because its BENE FITS flexibility matched our business requirement very closely. It is also • Can now support a rapid rise in subscribers, thus enhancing robust, highly scalable and, of course, more cost effective.” revenue streams VINAY TYAGI • Realized 100 percent uptime HEAD OF CALL CENTER TECHNOLOGY, even during peak demand VIDEOCON d2h • Able to support high daily call volumes as the customer base “Although we initially had a few hundred seats, demand for services grew quickly and we increases (IVR call volumes will rise from 150,000 to 1.2 currently run 1,200 IVR ports and 1,520 agent seats,” says Tyagi. “However, we soon million, while contact center plan to upgrade to 1,500 IVR ports and increase the number of inbound and outbound call volumes are set to rise agent seats to between 1,600 and 2,000.” (As per current projections.) from 110,000 to 800,000) To route voice traffic between the contact centers and data center, Videocon d2h employs • Enhanced efficiency and the Genesys Session Initiation Protocol (SIP) Server solution. This solution allows the customer service levels based company to operate an open and standards-based IP infrastructure with Verint voice on real-time priorities recording technology, thus lowering costs, increasing flexibility, and enhancing • Self-service multilingual performance. The solution also simplifies administration and enables the contact centers to options automatically handle leverage resources already available within the organization, especially during peak call routine phone inquiries, while times, to boost customer service. Genesys Info Mart provides a comprehensive reporting the platform routes more and analysis package about all contact center activities to identify potential problems, complex requests to an appropriate agent optimize processes, and assess service levels. • Integrates with the company’s mokSa Technologies, a global consulting and technology services company based in CRM software to deliver a Bangalore, acted as the system integrator on behalf of Genesys. “We worked extensively personalized and professional alongside Genesys and its partner to stabilize the solution and resolve IVR fluctuations service via proactive and reporting issues,” comments Tyagi. “We can now scale up without even looking at engagement other solutions.” • Efficient reporting process aids contact center management Boosting Customer Satisfaction While Optimizing • Allows an open standards- based IP infrastructure to Resource Utilization operate with Verint voice re- Today, Videocon d2h has a highly stable, flexible, and scalable telecommunication cording technology — lower- environment within its contact centers and the infrastructure is easy to manage and ing costs, increasing flexibility, monitor. Following deployment of the Genesys contact center solutions, Videocon d2h has and enhancing performance readily handled millions of inquiries and, consequently, the company has increased the number of subscribers within the Indian market to over two million. However, with forecasts suggesting that this number will rise by 850 percent to 17 million by 2115, Videocon is well placed to deal with the projected number of inquiries. Accordingly, over the same period, daily IVR call volumes are set to rise from 150,000 to 1.2 million, while daily contact center call volumes will increase from 110,000 to 800,000. IVR uptime is currently 100 percent and the solution has sufficient scalability to support projected business growth. “The Genesys solution plays a very important role by allowing our agents to deliver a high level of customer satisfaction while optimizing resource utilization and processes. It is critical to both the business and our customers, and will help us to handle an ever- increasing customer base,” concludes Tyagi. SUCCESS STORY

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“The fundamental Systems Integrator Info enablers for mokSa Technologies is a global consulting and technology services company, providing a full managing the spectrum of services in Unified Communications. Through their understanding of technology, combined with industry, domain and program management expertise, they deliver on their customer experi- promise to customers to deliver great business value through technology services. Their long ence and meeting term relationships and strategic alliances with leading global software companies enable them to our business provide world-class services to their customers. Headquartered in Bangalore, India, the company objective of 24/7 provides services across the world through a globally distributed team. customer service www.moksatechnologies.com and growing our customer base are high availability and scalability. The Genesys solution provides all this, along with high efficiency, flexibility, and post sales support to enable us to easily meet our objective of total customer satisfaction.” VINAY TYAGI, HEAD OF CALL CENTER TECHNOLOGY, VIDEOCON d2h

Corporate Headquarters Genesys is the world’s leading provider of customer service and contact center software — with a 100% focus on customer Genesys experience and mission to save the world from bad customer service. With more than 2,000 customers in 80 countries, 2001 Junipero Serra Blvd. Genesys is uniquely positioned to help companies bring their people, insights and customer channels together to drive today’s Daly City, CA 94014 new customer conversation. Genesys software directs more than 100 million interactions every day from the contact center to USA the back office, helping companies deliver fast, simple service and a highly personalized cross-channel customer experience. Genesys software also optimizes processes and the performance of customer-facing employees across the enterprise. Worldwide Inquiries: Tel: +1 650 466 1100 For more information visit: www.genesyslab.com, or call +1 888 GENESYS. Fax: +1 650 466 1260 E-mail: [email protected] Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. All other company www.genesyslab.com names and logos may be trademarks or registered trademarks of their respective holders. © 2012 Genesys Telecommunications Laboratories, Inc. All rights reserved. 3271EN v.1 - 03/12-APAC